Customer Support Response - "I have no idea what I'm saying"

Hestia

I reported the East Portal bug in Coldharbour for the main quest. This is their response:

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Greetings Mighty Warrior of The Covenant Hestia,

Thank you in advance for contacting The Elder Scrolls Online Support Team!

Apologies on our side for any inconvenience this may is causing you. This particular quest bug is a known issue, and the team is currently working on a solution. In the meantime, there are a couple of things you may try to resolve this issue:

Type /reloadui in the command line of the Chat Box
Try performing a soft reset: log out of the game and launcher completely for at least 15 minutes. This will reset your character's instance information and may cause quest NPCs to work properly.
Abandon and restart the quest, which also causes quest NPCs and objectives to restart; this generally gets positive results.
If this steps doesn't help you character to pass this quest please feel free to contact us again, we will be more than welcome to help you more.
Thank you again for taking your adventure time to inform us about this bug.

Let the fields of Cyrodill run red.
Warmest Regards from The Elder Scrolls Online Team!

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I really want to love this game 100%... but *** like this makes it hard. Automated responses just plain suck. Why am I paying a subscription if customers are treated this way?

Reinmard

I think their customer service went partying for this week.
That would explain everything actually

RickiHN

And let me guess, the case was marked solved and you could get no further replies. Standard procedure it seems.

blackwolf7

Typical from a free to play mmo, but this coming from a subscription based game is just unacceptable. What are they doing with our money? Invest further into the game? Invest in good customer service? Nope! I think they take our money gamble and buy some hookers

starkerealm

Fun observation... the incident number format seems to be YYMMDD followed by an incremental number.

Based on the numbers I'm getting back from my goldseller reporting, it looks like they're running around 50k tickets a day. I get where people are frustrated, but seriously, fifty-thousand tickets a day.

Crassius

48k of their own making tbh.

Reinmard

The portal problem may be fixed by just waiting at the bridge, it actually works. But good luck with the trolls.

starkerealm

Crassius wrote: »

48k of their own making tbh.

Honestly, if less than 5k of those are incoherent ramblings accusing the CS staff of being members of an alien conspiracy, or demanding that this one thing needs to be changed right now, or crying to take over as the executive producer, I'd be surprised.

Tack on another 4k that are borderline incoherent, all caps, from someone who doesn't speak the language they're writing in (whichever language that is), and even with a staff of 250, you're still looking at a hellish workload.

negativehybrid

Reinmard wrote: »

The portal problem may be fixed by just waiting at the bridge, it actually works. But good luck with the trolls.

Bro, the follow on quest "The Final Assault" is now bugged anyways doesn't even matter if you make it past that.

Reinmard

negativehybrid wrote: »

Reinmard wrote: »

The portal problem may be fixed by just waiting at the bridge, it actually works. But good luck with the trolls.

Bro, the follow on quest "The Final Assault" is now bugged anyways doesn't even matter if you make it past that.

Yeah I know, you just posted at one discussion I ve created complaining about it dude xD.

DBHAShadow

blackwolf7 wrote: »

Typical from a free to play mmo, but this coming from a subscription based game is just unacceptable. What are they doing with our money? Invest further into the game? Invest in good customer service? Nope! I think they take our money gamble and buy some hookers

World of warcraft is sub based, and also heavily uses an automated system. Don't just think Zos is the only one who uses automation.

Crassius wrote: »

48k of their own making tbh.

Game has been out just over a week, not many MMO's launch as smooth as normal games do. It takes time to fix issues, and it's always hard to foresee how having X number of players doing X can create Y issue.

starkerealm

Looks like the CS staff is 26, meaning, they have roughly 20 seconds to respond to your ticket, or the get buried under the incoming swarm. So, yeah, I can see, given the situation, where calling them incompetent, or bots, or whatever, isn't justified. They are overworked, but you want to lay that at their feet and call them names for that?

blackwolf7

DBHAShadow wrote: »

blackwolf7 wrote: »

Typical from a free to play mmo, but this coming from a subscription based game is just unacceptable. What are they doing with our money? Invest further into the game? Invest in good customer service? Nope! I think they take our money gamble and buy some hookers

World of warcraft is sub based, and also heavily uses an automated system. Don't just think Zos is the only one who uses automation.

Crassius wrote: »

48k of their own making tbh.

Game has been out just over a week, not many MMO's launch as smooth as normal games do. It takes time to fix issues, and it's always hard to foresee how having X number of players doing X can create Y issue.

Try submitting a complain in blizzard now. And i assue you, you can expect a reply within 24hours. Though during the start of wow their cs sucks as well. They listened to their players and they improved it. I not an avid fan of blizzard but i assure you their customer service isnt automated.


@starkerealm‌

Its not about how long they take to respond that makes me call them trained monkeys / automated bots. If you try submitting ticket you will get a response after 3 days. Then after you reply to that response explaining again the problem, their 2nd reply will roughly be the same as their first reply. No matter how stupid of a person you are, you never send a reply identical to your first reply after a person already explained to you thoroughly that the first reply doesnt work for you

Nooblet

Stop putting in tickets for known issues. You just make everything go slower for no reason by overloading them with tickets. I doubt it's automated... but copy pasted yes.

starkerealm

Nooblet wrote: »

Stop putting in tickets for known issues. You just make everything go slower for no reason by overloading them with tickets. I doubt it's automated... but copy pasted yes.

Also not filing tickets demanding to be made Emperor would also probably be a good idea, but yelling at people for being overworked because all the crazies are in bloom just doesn't seem right to me.

I mean, I get frustration, but still.

elderscrollsb16_ESO109

Well, I understand the OP frustration but I don't understand what's wrong with the CS response posted.

I mean, they answer they are aware of this specific issue and are working to solve it.

Additionally they give some workaround that may unblock you.
Those workaround do work for many cases, so that make senses.

What's wrong with that ?
(apart the time it take them to respond due to them being overwhelmed by tickets, many of them being redundant or pure baby cries)

blackwolf7

starkerealm wrote: »

Nooblet wrote: »

Stop putting in tickets for known issues. You just make everything go slower for no reason by overloading them with tickets. I doubt it's automated... but copy pasted yes.

Also not filing tickets demanding to be made Emperor would also probably be a good idea, but yelling at people for being overworked because all the crazies are in bloom just doesn't seem right to me.

I mean, I get frustration, but still.

I dont think they are overworked at all. For all the things that arent getting fixed? And all the copy pasted response? I doubt they are doing any work at all

Nooblet

You realize developers have to fix bad code. People on phones can't fix all your issues.

You really want them to type up a personalized response to every duplicate item? That will clearly help them speed up the process? You sound like a very logical person.

blackwolf7

Yes. The least they can do is to assure people they hears their rants. It is called customer support for a reason. We are paying them so we have the right to demand that our voices be heard.

If you believe they really arent automated bot response, try sending them a ticket right now. Send them a ticket telling them to eat ***! And after 3 days i assue you you will get a response saying that thry are already working on that issue

Stoneforge

@starkerealm
26 was just the number before the discussion counting reps was deemed unproductive and closed. I am happy to see that it helps bring some understanding to the allocation of CS resources and CS effectiveness.
It may also correlate with player numbers.

pecheckler

Nooblet wrote: »

You realize developers have to fix bad code. People on phones can't fix all your issues.

You really want them to type up a personalized response to every duplicate item? That will clearly help them speed up the process? You sound like a very logical person.

The problem is not that the responses are not personalized, but that their responses have nothing to do with the issue being clearly reported by the customer.

For example on April 2nd I reported my bank reverted to 60 slots and items were missing and the CSR responded staying that if I use /reloadui it would resolve my issue.

starkerealm

Stoneforge wrote: »

@starkerealm
26 was just the number before the discussion counting reps was deemed unproductive and closed. I am happy to see that it helps bring some understanding to the allocation of CS resources and CS effectiveness.
It may also correlate with player numbers.

Yeah, I was typing up a response when the thread got closed, showing the math I was working with. So, it is all ballpark guesses, including the 50k a day thing. But, unless we have confirmation, though, it's reasonable to assume that 20-30s is a reasonable target based on the volume.

Nooblet

blackwolf7 wrote: »

Yes. The least they can do is to assure people they hears their rants. It is called customer support for a reason. We are paying them so we have the right to demand that our voices be heard.

If you believe they really arent automated bot response, try sending them a ticket right now. Send them a ticket telling them to eat ***! And after 3 days i assue you you will get a response saying that thry are already working on that issue

You really think an "automated" response would be sent after 3 days?

I have no doubt that they'll skim over the report and send one of many rewritten responses if it's something the dev team is working on.

Tipsy

thats the one up north in rivenspire right?Yea well the bugs are the reason I have alts xD

Crassius

I was actually referring 'tongue-in-cheek' to the amount of botters/goldsellers that get reported every time they post. It must be thousands every minute.

I'm fully aware they they are overworked and understaffed but having dedicated GM's to monitor the zone chat and "boom...instaban" would save a lot of effort and time in CS answering duplicate tickets. I'm sure they can get the chat from every zone if they wanted too.

I never understand why companies with goldseller problems don't do this.